JOB ADVERTISEMENT: Customer Service Manager Position

MyBank Limited is an equal opportunity employer. Female candidates are strongly

encouraged to apply.

We are hiring a number of customer Service Managers. Interested candidates are

requested to submit their CVs immediately.

Customer Service Manager Job Purpose:

Responsible for managing branch services including but not limited to customers
onboarding and related KYC procedures, managing their non-cash service requests and
handling their complaints.

Key Responsibilities:
 Oversee the branch’s overall service delivery excellence and its compliance with the
applicable bank policies, procedures, and processes.
 Play a leadership role for the branch customer service assistants.
 Verify and approve clients’ requests processed by the branch customer service
assistants.
 Keep branch customer service-related records before they are delivered to the archive
unit.
 Make sure that all customers’ files are kept up-to-date and properly.
 Establish the root cause of customer dissatisfaction and complaints received through
various channels including: Contact Centre, Service Excellence, info, social media,
branch logs, telephone, verbal complaints, etc.
 Identify recurring complaints and perform a trend analysis on all issues brought to the
department’s attention and review long range courses of action.
 Escalate and work with the relevant stakeholders to permanently resolve any issues
brought to the department’s attention through any channel.
 Determine whether gaps exist and whether there is need to upgrade existing
processes, systems, products, services, marketing practices and quality control
activities.
 Propose enhancements to existing processes, systems, products, services, marketing
practices and quality control activities, where necessary, and work with relevant
process owners and stakeholders.
 Follow up with process owners and other stakeholders to ensure any changes and
enhancements are implemented and communicated to users, as well as management
 Ensure that stakeholders conduct training of users, where necessary, for any
enhanced or new processes, systems, products or services.

Qualifications, experience and skills

 A university degree in any field,
 Well-versed in the various banking processes, products and operations,
 Computer literacy
 2 years’ experience in retail banking and customer service.
 Effective communication skills and fluency in the English language in addition
to the Somali one.

How to Apply:
Forward a copy of your CV and a covering letter stating the role you are applying for to:
info@mybank.so

Closing Date: 15th March 2020.

Please note only candidates who meet the minimum requirements will be shortlisted for
interviews.